In this position, you will drive maximum life-time customer value as you recruit, train, and lead 5-10 Customer Account Managers.

Candidates must be disciplined and goal-driven, possess outstanding planning and time management skills, and bring strong customer facing skills and technical acumen. Experience with business accounting concepts, ideally emphasizing sales and use tax, is a strong plus. The ideal candidate likes to work with external customers and across departments within Avalara (Professional Services, Support, Marketing, and Product Management) to resolve issues and explore opportunities. Management candidates must also demonstrate strong leadership skills, providing their teams with clear goals and employing professional management, mentoring and motivational techniques to guide them to consistent success.

This role reports to the Director of Customer Loyalty.

Essential Functions and Responsibilities

Assume accountability for the satisfaction, retention and growth of Avalara customers and manage to exceed annual, quarterly and monthly metrics set by executive leadership and the board of directors; Forecasts retention, sales, and satisfaction status for assigned accounts.

Retention—ensure team executes a proactive customer management strategy in order to build relationships to support retention for existing Avalara accounts. Identifies at risk renewals and collaborates with internal teams to secure them.

Satisfaction— Acts as an escalation point for accounts and works across departments to solve; document problem description(s) with detail and record action steps taken in salesforce.com; proactively works to build highly satisfied and referenceable customers—measuring success through customer metrics including Net Promoter and CPO Scores.